Help Scout’s New Partnership with Fivetran

Today at Help Scout we’re excited to announce that we’re partnering with Fivetran, a fantastic service that makes it easy to centralize all of your data in a data warehouse. You can read my blog post about the partnership here: Performing Advanced Analytics on Your Help Scout Data with Fivetran.

The short version is that if you’re a Help Scout customer, you can sign up for Fivetran (for free!) and use it to get all of your mailbox data out of Help Scout and into a data warehouse like BigQuery. From there you can use SQL to analyze the data (on its own or combining it with your data from other services) or hook it up to a Business Intelligence tool for easy analysis and charting.

If this sounds interesting to you, check out the blog post and don’t hesitate to reach out if you have any questions about any of it: matt@helpscout.com.

HelpU, a new customer service education platform by Help Scout, is now live! 🚀

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My teammates at Help Scout have been hard at work on a new resource called HelpU to help you and your team learn how to deliver worldclass customer service. Whether you’re a member of a large support team (hi Automattic friends!) or handle support by yourself for a small side project (hi Microconf friends!), you’ll find a ton of practical guidance in HelpU to make you even better at wowing your customers.

You’ll be able to learn how to write effective knowledge base articles, how architecture your knowledge base, how to leverage data to make you and your customers more successful, how to save time with saved replieshow to foster a customer-focused company culture, and a whole lot more.

And even if you’re not involved in customer service at all, you should visit anyway just to marvel at its beautiful design 😍.

Check it out: HelpU: Customer Service and Education by Help Scout

A New Adventure

Just a note for those of you who follow me online that after almost four years at Automattic, I’m moving on to try something new.

Automattic is an amazing company and I’m incredibly grateful for having had the chance to work there with such a talented group of people.

As for what’s next: later this month I’ll be joining Help Scout to work as a data scientist on their growth team. I’m really excited by the opportunity and hope to share a lot of what I learn on this blog. More to follow!